Job Description

Company Information: Fivestone Technologies is a Texas-based technology services and solutions provider helping businesses improve operations, security, and growth through managed IT services, cybersecurity, cloud solutions, infrastructure management, strategic consulting, and end-user support. We focus on responsiveness, accountability, long-term client partnerships, and innovative technology platforms that bring smart connectivity, automation, and digital experiences to modern communities and businesses. Our team values service, continuous improvement, integrity, and technical excellence, giving employees opportunities to solve meaningful challenges and help shape technology outcomes for our clients.

Position Summary: The Client Technology Specialist is the technician our managed services clients call when something breaks, changes, or needs to be built. This role carries client issues from Level 1 triage through Level 2 resolution to Level 3 root-cause analysis across Microsoft 365, Microsoft Entra ID, endpoints, networking, and security, escalating only substantial issues requiring additional support. This role will work in a multi-client environment with a book of accounts, service-level commitments, and clients who will come to rely on your judgment about what to fix now, what to plan for, and what is worth investing in as it relates to their business technology.

Key Roles / Responsibilities:

• Owns assigned client tickets from intake through closure, triaging Level 1 requests, resolving Level 2 issues independently, and driving Level 3 escalations to root cause.
• Serves as a primary technical contact for a defined book of client accounts through the ticketing system, phone, email, remote sessions, and scheduled onsite visits.
• Administers client Microsoft 365 tenants, including Exchange Online, SharePoint Online, Teams, OneDrive, Defender, Intune, licensing, permissions, groups, and security policies.
• Manages Microsoft Entra ID user lifecycle, access controls, Conditional Access, Multi-Factor Authentication, and authentication failures, including onboarding and offboarding across multiple tenants.
• Diagnoses Level 3 network and infrastructure faults involving DNS, DHCP, TCP/IP, VPN, firewalls, switching, and wireless, and works carrier and vendor cases through to resolution.
• Investigates and responds to security alerts, endpoint protection events, and risk indicators, and recommends remediation the client can act on.
• Documents every incident, diagnostic step, resolution, and client conversation in the PSA platform, and records billable time accurately and daily.
• Executes Microsoft 365 migrations, client and tenant onboarding, and cleanup, hardening, and governance projects on schedule while carrying daily reactive support.
• Advises clients on practical improvements to security, reliability, and productivity, and identifies services, licenses, and upgrades that address real gaps in their environment.
• Mentors junior technicians on triage quality, documentation standards, and when to escalate.

Required Education, Experience, and Qualifications:

• Five or more years of hands-on technical support experience in a Microsoft-centric business environment, with demonstrated Level 3 capability: root-cause analysis, ownership of escalations, and resolution of issues that Level 1 and Level 2 could not close.
• Three or more of those years with a managed service provider, IT consultancy, or comparable multi-client service organization. This role requires prior experience carrying a book of client accounts, tracking billable time, and working to service-level commitments.
• Hands-on administration of Microsoft 365 and Microsoft Entra ID across multiple tenants, including Exchange Online, SharePoint Online, Teams, OneDrive, Defender, Intune, licensing, permissions, groups, Conditional Access, and Multi-Factor Authentication.
• Troubleshooting depth across Windows and macOS endpoints, remote users, cloud applications, printers, mobile devices, DNS, DHCP, TCP/IP, VPN, wireless networking, and firewalls.
• Working proficiency with PSA and RMM tooling, including ticket documentation, time entry, escalation handling, and asset and alert management.
• Ability to explain technical problems, options, and trade-offs to non-technical business owners and staff, both in writing and by phone.
• Ability to prioritize competing client requests independently, handle frequent interruptions, and hold commitments without daily supervision.
• High school diploma or equivalent.
• Valid driver license and the ability to travel to client sites in the Dallas-Fort Worth area as needed.
• Associate or bachelor degree in information technology, computer science, or a related field preferred.
• Microsoft 365 Certified: Administrator Expert, Azure Administrator Associate, Security Administrator Associate, or Modern Desktop Administrator certification preferred.
• Experience with ConnectWise PSA and RMM, Huntress, SentinelOne, Datto, Teams Voice, or SaaS backup platforms preferred.
• Experience supporting small and mid-sized business clients across multiple industries preferred.
• Experience identifying and presenting additional services, licenses, or security solutions to existing clients preferred.

Working Conditions:

• Prolonged periods sitting at a desk and working on a computer. 
• Must be able to lift 15 pounds at times. 
• Positions self to install equipment, including under desks. 
• Moves throughout the building to access files. 
• Must be able to comprehend and follow written and oral instructions.   
• Must be able to complete tasks even with frequent interruptions.   
• Must be able to use discretion and independent judgment as needed.   
• Must be able to speak clearly on the phone and to fellow workers. 

#FIVESTONETECHNOLOGIES #LI-JC #LI-ONSITE

This job description should not be interpreted as an exhaustive list of responsibilities or as an employment agreement between the employer and the employee. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification and are subject to change as the needs of the employer and requirements of the job change. Any essential functions of this position will be evaluated as necessary should an employee/applicant be unable to perform the functions or requirements due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the employee/applicant when possible.

I acknowledge that I have read and understand the description of this position and have had the opportunity to ask my supervisor about any points I did not understand. I hereby state that I can perform the essential functions of this position with or without reasonable accommodation.